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Originally posted on October 2, 2023 | By Phillip Britt Contact centers have been looking at artificial intelligence the wrong way for years, if not decades. They’ve long believed that if they just moved customer service functions to automation, they could solve their contact center staffing woes, save costs, and improve customer outcomes. They’ve long… View Article
Originally posted Nov 29, 2022 | By MICHAEL PASTORE A surprising number of the daily activities that take place on revenue teams remain manual. Sellers still create reminders to follow up with prospects or customers. Data is manually entered into CRM applications and other tools, increasing the likelihood of human error in the process. It’s a… View Article
Originally published Oct 26, 2022 | By Ella Dillon In this article, Ella Dillon, Chief Customer Officer at Conversica, discusses the predicament felt by many Customer Success team members who are tasked with providing a high-quality customer experience to drive expansion and retention but often lack the bandwidth to do so. With the average CSM… View Article